Your skin care facility is in the business of helping clients feel better inside and out. Consumers expect an oasis; an escape from stress and drama. Are you living up to the expectations? If your business is like so many in America, chances are extremely high that drama—more than anything else—is about to be your downfall. Drama is the business disease of the 21st century.
Professionally and personally, drama spikes stress levels, corrodes relationships, and consumes precious resources of time, money and sanity. Too much time is spent putting out fires that could be avoided, while customer service suffers.
Poor customer experiences result in an estimated $83 billion loss by U.S. companies annually; 89% of consumers began doing business with a competitor following a poor customer experience; and 86% of consumers will pay more for a better customer experience, according to the Parature Customer Service Blog and RightNow Customer Experience Report.